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    Four Broad Categories of Services

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    phoe_ko
    The document discusses the four broad categories of services: people processing, possession processing, mental stimulus processing, and information processing. It provides examples of each category and explains the nature of the processing involved. People processing involves tangible actions directly on people's bodies. Possession processing involves tangible actions on physical possessions. Mental stimulus processing involves intangible actions that stimulate people's minds. Information processing involves intangible actions performed on data and information. Each category presents different service management challenges depending on what type of entity - people, physical objects, or intangible concepts - is being processed in the delivery of the service.

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    Four Broad Categories of Services

    Uploaded by

    phoe_ko
    27K views2 pages
    The document discusses the four broad categories of services: people processing, possession processing, mental stimulus processing, and information processing. It provides examples of each category and explains the nature of the processing involved. People processing involves tangible actions directly on people's bodies. Possession processing involves tangible actions on physical possessions. Mental stimulus processing involves intangible actions that stimulate people's minds. Information processing involves intangible actions performed on data and information. Each category presents different service management challenges depending on what type of entity - people, physical objects, or intangible concepts - is being processed in the delivery of the service.

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    Four Broad Categories of Services

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    The document discusses the four broad categories of services: people processing, possession processing, mental stimulus processing, and information processing. It provides examples of each category and explains the nature of the processing involved. People processing involves tangible actions directly on people's bodies. Possession processing involves tangible actions on physical possessions. Mental stimulus processing involves intangible actions that stimulate people's minds. Information processing involves intangible actions performed on data and information. Each category presents different service management challenges depending on what type of entity - people, physical objects, or intangible concepts - is being processed in the delivery of the service.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    27K views2 pages

    Four Broad Categories of Services

    Uploaded by

    phoe_ko
    The document discusses the four broad categories of services: people processing, possession processing, mental stimulus processing, and information processing. It provides examples of each category and explains the nature of the processing involved. People processing involves tangible actions directly on people's bodies. Possession processing involves tangible actions on physical possessions. Mental stimulus processing involves intangible actions that stimulate people's minds. Information processing involves intangible actions performed on data and information. Each category presents different service management challenges depending on what type of entity - people, physical objects, or intangible concepts - is being processed in the delivery of the service.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    Clarify the differences among the four broad categories of services, provide examples for each, and explain

    the service management challenges related to each of the four categories.

    There are major differences among services depending on what is being processed. Services can “process”
    people, physical objects, and data, and the nature of the processing can be tangible or intangible. Tangible
    actions are performed on people’s bodies or to their physical properties. Intangible actions are performed on
    people’s minds or to their intangible assets. The classification of services into four broad categories. They are
    people-processing, possession-processing, mental stimulus processing and information processing.

    Name of the Service Name of the Service Act


    Act People Possessions

    People Processing Possession Processing


    (Services directed at people’s bodies): (Services directed at physical possessions):
    Tangible Actions • Passenger transportation • Freight transportation
    • Health care • Repair and maintenance
    • Beauty Salons • Warehousing

    Mental Stimulus Processing Information Processing


    (Services directed at people’s mind): (Services directed at intangible assets):
    Intangible Actions • Advertising/PR • Accounting
    • Art’s and entertainment • Banking
    • Broadcasting • Insurance

    People Processing

    ➢ The action/work/service do on direct on people body, with equipment and without equipment.
    ➢ A physical location where people or machines/ both, create and deliver service benefits to customers.
    ➢ In People Process services customer must prepare for co-ordination with the service operator, for example,
    Hair cutting, customer must follow instruction given by hair cutter. Follow the instruction given by doctor
    during the check up patient body.
    ➢ Time required of customers in people processing services varies widely. Customer satisfied after completed
    services to reach his/her destination, satisfied his hunger or is now sporting clean and stylishly cut hair or has
    a good night’s sleep away from home or is now in physically better health.
    ➢ Example of people processing
    • Passenger transportation
    • Health care
    • Beauty salons
    • Fitness centers
    • Restaurants

    Possession Processing

    ➢ The service directed at physical possession (work/action/service do on customer’s physical good’s).


    ➢ Customers are less physically involved with this type of service.
    ➢ Example of Possession Processing
    • Freight transportation
    • Repair and maintenance
    • Warehousing
    • Refueling
    • Disposal
    Page 1 of 2
    Mental Stimulus Processing

    ➢ The work/activity/service with effect human mind. (Intangible)


    ➢ In this service customer must investment of time and mental effort.
    ➢ It can be inventoried. For example, customer’s favorite movies/songs download from source and can store
    in their own gadgets and use it when they want.
    ➢ Example of Mental Stimulus Processing
    • Advertising/PR
    • Art’s and entertainment
    • Broadcasting
    • Education
    • Religion

    Information Processing

    ➢ Information is the most intangible form of service output, but it may be transformed into tangible forms such
    as letters, reports, books, CDs or DVDs.
    ➢ That are highly dependent on the effective collection and processing of information are financial service and
    professional services such as accounting, law, marketing, research and management consulting.
    ➢ Example of information processing
    • Accounting
    • Banking
    • Insurance
    • Programming
    • Research

    Page 2 of 2

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